Unit of competency Outline

Date retreived
22/07/2026 3:01 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Manage personal stress in the workplace

Manage personal stress in the workplace

Unit of competency
National Code
BSBWOR201A
State Code
D1024
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
2.00
Current Release Date
28/11/2011
View on TGA
State Implementation and Classification
Approved Date
05/11/2014
Field of Education
080305 - Personal Management Training
Original Release Date
05/11/2014
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to manage personal stress in a customer contact environment.
Notes
Elements and Performance Criteria
1. Develop personal awareness of stress
  • 1.1. Recognise signs and sources of stress
  • 1.2. Acknowledge stress and difficult situations
  • 1.3. Analyse and understand potential areas of stress in the work environment
2. Develop stress management techniques
  • 2.1. Develop an effective understanding of a range of stress management techniques
  • 2.2. Use appropriate techniques effectively to manage stressful situations
  • 2.3. Focus on areas of stress within personal control
  • 2.4. Adopt strategies to effectively reduce, manage and deal with stress
3. Manage time
  • 3.1. Develop and understand job role priorities
  • 3.2. Develop techniques to support the achievement of key performance indicators (KPIs) and priorities
  • 3.3. Use appropriate time management tools and techniques
  • 3.4. Regularly evaluate tools and techniques
  • 3.5. Promptly identify and inform relevant personnel of any variations and difficulties affecting work requirements, through regular reviews
4. Recover from a stressful contact
  • 4.1. Review the contact or situation
  • 4.2. Analyse the root cause/s of stressful contact or situation
  • 4.3. Depersonalise the context of contact or situation
  • 4.4. Discuss outcomes with appropriate staff members
  • 4.5. Prepare for next contact or situation in a positive manner
  • 4.6. Follow-up or take action where needed
5. Maintain personal stamina and resilience
  • 5.1. Identify sources of fatigue in contact centre role
  • 5.2. Adopt work routine and procedural strategies to minimise stress and fatigue
  • 5.3. Monitor personal performance against performance requirements
  • 5.4. Adapt stamina management strategies to maximise performance
  • 5.5. Seek assistance from team members and management in managing stamina
6. Maintain work/life balance
  • 6.1. Identify work/life priorities
  • 6.2. Adopt strategies to support work/life priorities
  • 6.3. Give high priority to health and wellbeing
  • 6.4. Monitor work/life balance
  • 6.5. Develop the ability to effectively leave work behind at the end of the day
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Signs of stress may include:
absence from work
conflict
fatigue
lack of self-esteem and confidence
poor work performance
sickness
Sources of stress may include:
challenging KPIs and/or priorities
complex tasks
difficult customer contact
external factors
inadequate physical environment
interpersonal relationships
Difficult situations may include:
changing regulations and legislation
customer abuse
customer complaint
high number of customer contacts
sensitive customer situations
unreliable technology
Stress management techniques may include:
debriefing with peers and/or line manager
relaxation methods
specific training
stretching and exercises
taking breaks
KPIs may include:
call rates
compliance with schedules (adherence)
customer satisfaction results
performance measures
quality assurance ratings
sales targets
targets
Time management tools and techniques may include:
diary and/or schedule
organising information
prioritisation of tasks
self-management of training requirements
Sources of fatigue may include:
ergonomic factors
excessive overtime
external issues
overload of information
repetitive tasks and/or contacts
shift rostering and hours of work
Stamina management strategies may include:
management of personal wellbeing, for example:
breaks
hydration
life balance
meals
recognising fatigue
management of the environment, for example:
ergonomics
climate
noise
management of work, for example:
minimising re-working
sequencing tasks
The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the following is essential:
understanding of signs and sources of stress
understanding of job role priorities and KPIs
knowledge of occupational health and safety guidelines and policies.
Context of and specific resources for assessment
Assessment must ensure:
access to workplace information and data
access to KPI and performance management documentation
access to relevant legislation, standards and guidelines.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
oral and/or written questioning to assess knowledge of signs and sources of stress
direct observation of the candidate effectively managing time and work priorities
oral and/or written questioning to assess knowledge of time management tools and techniques
oral and /or written questioning to assess knowledge of process to work through and recover from a stressful situation
oral and/or written questioning to assess knowledge of signs of work/life balance.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.
Replaced By
State Code National Code Title Type
AUI68 BSBWOR201 Manage personal stress in the workplace Unit of competency